BSBCUS501 Manage quality customer service Release 2 describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. It includes information on how to:

• plan to meet internal and external customer requirements
• ensure delivery of quality products and services
• monitor, adjust and review customer service.

It contains learning content, case studies and examples, practice tasks and learning checkpoints. Final assessment activities cover all the unit of competency requirements and are suitable for workplace and classroom environments. There are spaces for learners to record their responses and for trainers or assessors to record their comments and observations.